3792760 - Live Activity Screen-Pop creates Blank Activity When User Refreshes Their Browser

• Launching SAP Cloud for Customer (C4C) / SAP Service Cloud V1 unexpectedly auto-launches the Live Activity (CTI) widget and generates a screenpop, without any inbound call or chat event.
• A blank Phone Call activity is created in the system with no associated call data.
• Behavior is observed starting with release 2608 and was not present in prior releases for the same integration.
• No error is visibly shown to the end user at the time the activity is created.

• SAP Cloud for Customer (C4C) / SAP Service Cloud, Version 1
• As of Release 2608
• Live Activity component
• Any third-party CTI/Live Activity integration using window.postMessage to communicate with the widget

1. Log in and open SAP Cloud for Customer
2. Observe that the CTI/Live Activity widget launches immediately or shows a screen pop without an active inbound call.
3. Go to Activities -> Phone Call and notice new (empty) entries.

• As of release 2608, the Live Activity component completed a required change to move from jQuery to sap.ui.define. This was arequired to align with other platform framework changes.
• This changed the underlying XML parsing method.
  • Previously, malformed/invalid XML payloads caused an unhandled exception that silently stopped processing before any screenpop or activity creation occurred.
  • The new parsing method does not throw an exception on invalid XML — it returns an empty result and processing continues.
• As a result, any payload that does not conform to the expected format for Live Activity events (phone, chat, SMS) is no longer silently discarded. It is processed further and can trigger an unintended screenpop and the creation of a blank activity.
• Live Activity is designed to intercept all window.postMessage events received during the session. Any message sent outside the documented event/payload specifications — even unintentionally, e.g. for internal integration signaling — can be picked up and processed by the widget.

• Integration partners and customers using a CTI/Live Activity integration should ensure that only payloads documented in the following SAP Help Portal guides are sent via window.postMessage during an active session, and that no additional or non-conforming payloads are sent at any time:
  
  • Widget Phone Events and Payload
  • Chat Events and Payload
  • SMS Messaging Events and Payload
• Review the CTI integration's and ensure no non-supported payload is triggered via window.postMessage,. If so, remove or correct any payload that does not match the documented event structures above, including diagnostic, logout, or internal-use messages that may have been sent without a functional impact prior to 2608.

• Widget Phone Events and Payload
• Chat Events and Payload
• SMS Messaging Events and Payload

live activity, cti, widget, auto-launch, screen pop, screenpop, blank phone call, activity auto creation, application load, initialization, invalid xml payload, domparser, parsexml, service cloud, 2608 upgrade , KBA , LOD-CRM-LA , Live Activity , Problem